Absolutely disgraceful service from Mweb and Openserve to do a simple change in address for my wifi

ZERO Star – Absolutely Disgraceful Service from MWEB and Openserve

If I could give MWEB and Openserve zero stars, I would.

At the beginning of May 2026, I submitted a Move Request through the MWEB app and selected my move date as 1 June 2026. The request was confirmed as successful and indicated that someone from Openserve would contact us. Despite this, nobody from either MWEB or Openserve made any attempt whatsoever to contact us.

Thinking there may have been an error, I submitted the move request multiple times over the following weeks. Again, complete silence.

As 1 June approached and then passed, I spent countless hours on MWEB's chat system trying to resolve what should have been one of the simplest requests imaginable. During these conversations, I repeatedly explained that I already have my own router and that there is an existing Octotel fibre point and ONT box installed at my new address. Despite providing all the necessary information, the process seemed to go nowhere.

I was then informed that a R99 payment was required to place the order. I paid it immediately.

On Friday, 5 June, after yet another interaction with a different customer service agent, I was told during a telephone conversation (which I recorded) that Openserve had an available installation slot on Monday, 8 June, because Friday's schedule was already fully booked.

Fast forward to today, Monday, 8 June.

After once again being ignored on MWEB's chat system and spending even more of my own money on airtime to phone them directly, I eventually spoke to an agent named Remi. Only then was I informed that Openserve had apparently rescheduled the installation to 11 June without ever contacting us.

No phone call.

No SMS.

No email.

No notification whatsoever.

Meanwhile, my family has been forced to spend approximately R150 per day on mobile data because we have no fibre connection. My wife works from home, which is one of the primary reasons we have fibre in the first place. We are now paying out of pocket every day for a problem that exists solely because of MWEB and Openserve's incompetence.

To make matters worse, today is already the 8th of June, meaning I have paid for a fibre service that I am not receiving. Yet I am still expected to continuously follow up and chase MWEB for answers.

At every turn, MWEB blames Openserve.

The problem with that excuse is simple: I am not Openserve's customer. I am MWEB's customer.

Openserve is MWEB's service provider and subcontractor. It is MWEB's responsibility to manage that relationship and ensure customers receive the service they are paying for. Instead, MWEB uses Openserve as a convenient scapegoat while customers are left without service, without communication, and without answers.

The most frustrating part is the endless promise that "the matter has been escalated."

Escalated to where exactly?

Had this matter genuinely been escalated when I first raised it in May, we would not still be sitting without fibre more than a month later.

What is the point of having a customer service department if there is no accountability, no ownership, and no resolution? Every interaction feels like speaking to someone whose sole purpose is to read scripted responses and pass the problem to somebody else.

We followed MWEB's procedures exactly as instructed. We submitted the move request through their own system, selected our move date well in advance, provided all required information, paid the requested fee, and repeatedly followed up.

Yet we have been ignored, inconvenienced, forced to incur unnecessary costs, and left completely in the dark.

This entire experience has been nothing short of unacceptable.

MWEB and Openserve have demonstrated a complete lack of communication, accountability, urgency, and customer care. We are beyond livid at how this has been handled.

Avoid if you value your time, your money, or reliable customer service.This version is forceful and critical while remaining factual and focused on the service failures you've experienced.